Industrialization of IT and Operations

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Future of Horizontal Services by Harrick Vin, VP & Chief Scientist, TCS. The two functions of enterprise IT -- run the business (RTB) and change the business (CTB) -- are undergoing significant changes because of automation. In this presentation, we talked about what is fueling this change, and some of the challenges in realizing automation benefits in enterprises.

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  • Future of Horizontal Services by Harrick Vin,VP & Chief Scientist, TCS
  • Industrialization of IT and Operations

    1. 1. Industrialization of IT and Operations
    2. 2. IT Craft: Manual engineering Low volumes; Variable quality Low agility Precision engineering  High volumes; Fixed quality  High agility Mechanized but with human intervention  High volumes; Fixed quality Low agility Inspiration Industrialization of manufacturing
    3. 3. Finance  Minimize cost-to-income ratio  Match business volatility with cost variability Efficient & Cost variablized IT Business  Support new markets/segment/products/services/regulations  Customer satisfaction Agile IT  Drive business outcomes and differentiation  Improve quality of experience Business-aligned, High-quality, and Flexible IT Stakeholder Perspectives and Requirements
    4. 4. Significant reliance on tacit knowledge  Only silo-based understanding  Business vs. IT vs. Infrastructure  The wall of confusion: CTB vs. RTB 1 Explicit knowledge is difficult to reuse  No clear separation of “general” and “situation-specific” knowledge  Reuse requires parameterization and externalization of parameter values  Low maturity on parameterization and value externalization (e.g., CMDB) 2 Knowledge evolves continuously  Poor parameterization and externalization  Maintenance nightmare3
    5. 5. Current model: Knowledge Management  Maintain knowledge in unstructured or semi-structured documents/SOP Future model: Knowledge Engineering  Formal knowledge structure  Separation of general (reusable) and situation- specific (parameterized) knowledge  Graceful handling of incomplete, imprecise and evolving knowledge
    6. 6.  General knowledge about the IT and business  Business domain & technology reference architectures  Implementation options, cost, compatibility  Reusable operational knowledge Factual Knowledge  Situation-specific knowledge about IT and operations  Entities and relationships  Operational dynamics Situational Knowledge  Standardized operation catalogue  Logic to detect, analyze and handle events, incidents, defects, … Actionable Knowledge
    7. 7. Tablespace Segment Extent Oracle Data Block Data File OS Block Table Index Rollback Temp Application Instance Control File Redo log File Archive log File Table View SQLs Database Logical Storage Physical Storage 1 M 1 M 1 M 1 M 1 M 1 M 1 M Is of type accesses Segment types DB Objects accesses SP … Oracle Deployment: Reference Architecture
    8. 8. Tablespace Segment Extent Oracle Data Block Data File OS Block Table Index Rollback Temp Application Instance Control File Redo log File Archive log File Table View SQLs Database Logical Storage Physical Storage 1 M 1 M 1 M 1 M 1 M 1 M 1 M Is of type accesses Segment types DB Objects accesses SP … Oracle Deployment: Reference Architecture Physical environment: OS-level discovery tools Database implementation details: Oracle-specific views (e.g., dba_registry, dba_tablespace, dba_tables, v$* views, …) Database performance monitoring data: AWR reports, ASH reports, DBA_ADVISOR, …
    9. 9. System dependency view Operational activities view Team and effort view Performance and capacity view Workload & utilization view Defects view Incidents view Cost view Improvement view (e.g., eliminate, automate) Alerts view Insights: Trends, seasonality, change, correlation, outliers, persistence, …
    10. 10. Standardized operation catalogue + Logic to detect, analyze and handle events, incidents, defects, requests, … Example Three-tier J2EE application is slow  Detect event  Identify probable-cause or root-cause  Check whether the web, application or database server is slow  Recursively troubleshoot each of the “slow” components  Perform remedial actions to work-around or fix the issue  Validate that the issue is resolved  Close the ticket
    11. 11. Consistent configuration of service management tools  CMDB, monitoring tools, event management, ITSM, automation orchestrator, … Automate production support  Auto-provisioning, self-healing and orchestrated operation Continuous improvement of operations (IT and business)  Measure  Analyze  Improve Adaptive business service management  Predictive management of business outcomes  Command  Control  Experience Center Improve cost-of-quality  Integrate and correlate data from QA and operations
    12. 12. Crowd-sourcing of IT and domain knowledge Extract knowledge from unstructured sources  Analytics on manual activity logs  Analytics on knowledge articles  Analytics on operational data (e.g., tickets, alerts, metrics, …) Acquire Knowledge Auto-generation from patterns  Auto-generation of run-books for non-functional issues Object-oriented modeling of knowledge  Organize knowledge as reusable and executable items  Extensive use of encapsulation, inheritance & polymorphism Structure Knowledge Manage evolving knowledge  Knowledge versioning and release management  Knowledge validation and testing Manage Knowledge
    13. 13. Configuration Mgmt Event Management Monitoring IT Service Management Automation Orchestration Reporting and Dashboarding TCS Production Management Services Technology Solution Process Re-engineering Engagement Model Financial Model Implementation Services Coordinated Knowledge Configuration TCS Production M anagem ent Services Technology Solution Process Re-engineering Engagem ent M odel Financial M odel Im plem entation Services TCS Production M anagem ent Services Technology Solution Process Re-engineering Engagem ent M odel Financial M odel Im plem entation Services Event correlation & enrichment Performance, availability, capacity IM, PM, CM, SRM, Service catalogue, … Discovery, Asset Mgmt, CMDB Seamless integration of automated & manual operations Real-time dashboards and analytics reports
    14. 14. See: Clear line-of-sight  Understand the mapping of business to IT and infrastructure  Impact analysis: Right information @ right time Hear: Situational awareness  Hear the right signals (in real-time) that need attention  Minimize or eliminate noise Taste: Accommodate changes rapidly  Predict the impact of change; Risk mitigation  Guide design and operate decisions based on scenario simulations Smell: Predict potential crises/problems  Detect signals that indicate impending incidents  Intelligence to decipher and act on the signals Touch: Improve effectiveness of manual touch  Automation-augmented engineers  Right work by right people at right place and right time Knowledge Engineering  Sensory Augmentation  Industrialization
    15. 15. Thanks !

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